Functional Excellence Manager
Phoenix , Arizona
September 11, 2017
Manages projects to improve the overall effectiveness a function's Functional Excellence. Manages the design, development and implementation of tools and processes which facilitate the achievement of functional excellence. Partners with functional leadership to identify functional process and talent gaps, and develops improvement plans. Coordinates and monitors the execution of the improvement projects for a given area.
Drives improvement projects in common functional processes, tools, and people across CMI Or leads efforts for one business unit or ABO is partnership with Global leaders.
Identifies key functional processes, determines key measures, for assigned area.
Documents common aspects of key functional processes and works to ensure that processes, tools, and people associated with these processes are available and capable.
Participates in the development and maintenance of Statements of Functional Excellence, functional scorecard with measures of functional excellence, and skills matrix of required competencies for the function.
Manages the development and maintenance of the Functional Assessment Checklist which is used to identify gaps in functional excellence implementation.
Manages sub component of Functional Talent Management processes.
Manages the communication process for the function (implementation of the communication strategy)
Qualifications and Competencies:
COS - Able to lead others on continuous improvement utilizing the ten COS practices. Have demonstrated improvements in the business using COS concepts. Able to coach others on functional excellence development.
Subject Matter Expert - Ability to become a subject matter expert in Cummins systems and tools including, but not limited to the following: BMS (Business Management System), QSSM (FieldAware), CSS (Cummins Service Systems), IMS, OSOL, among others. Have the ability to transfer knowledge of these systems and others effectively to service administrative employees through the region. Also have an understanding of the Cummins warranty process and the impact on the branches and be able to effectively train administrative employees on proper filing and management of bill back and EPR. Understand the QuickServe process and the proper way to utilize the system to assist the branches in effective customer service.
Facilitating Internal Relationships and Consensus - Has experience with large group dynamics and demonstrated the proven relationship skills needed to pull a broad mix of people and related skill bases together for a common purpose and goal. It will often involve ability to influence because people on your team with very rarely report directly to you as a leader. Group dynamic techniques to have an individual or group work through a challenging issue, probe for issues/concerns and drive to consensus.
Manage Customer Relationship - Manages customer interactions and relationships to maximize opportunities. Utilizes appointment and customer contact management software. Able to coach others to develop effective contact management habits. Consistently demonstrates ability to establish rapport, meet commitments, and develop effective working relationships with customers. Displays core values (e.g. empathy, etc.) and is able to adequately interrogate matter to identify root concerns.
Develops Systems and Processes - Demonstrated results indicating deep knowledge and understanding of the complexities of developing systems and processes. Applies detailed systems and procedures, checklists, or flow charts. Demonstrates ability to identify problems resulting from lack of process and develop and apply processes and systems to organize the work more efficiently. Uses processes and systems to manage multiple and complex work demands. Guides others in the use and application of structured systems and process.
Innovate - Demonstrated results indicating deep knowledge of innovation. Seeks to define new and improved processes even when there are no overt problems. Leads projects or initiatives involving a significant design or innovative component. Generates innovative ideas and solutions to problems affecting customers (internal or external). Takes appropriate risks - stretching beyond the apparent. Plans for a broad range of perspectives, including those who typically disagree, and engages them in creative ways. Works to overcome barriers when selling and implementing innovative ideas and approaches.
Analyze Issues - Demonstrated results indicating deep knowledge of analyzing issues. Critically identifies an issue's scope and parameters while analyzing it from multiple perspectives. Determines the root causes as well as broad implications of issues. Integrates information and defines an array of alternatives. Applies a wide variety of analytical tools and processes on a regular basis to complete key projects and solve complex problems.
Tolerance of Ambiguity - Can consistently decide and act without having all the details of a situation. Tolerates uncertainty. Can comfortably assess the risk of uncertainty. Acts resourcefully when dealing with ambiguous situations. Can successfully demonstrate and model the skill to others. Can identify uncommon situations associated with the use of this skill and address them independently, or effectively ask for help from a more experienced person. Can provide coaching to lower level performers on how to use the skill in typical work situations.
Influencing - Consistently demonstrates the ability to encourage others to change their mindset and/or behaviors to achieve positive results. Can successfully demonstrate and model the skill to others. Can identify uncommon situations associated with the use of this skill and address them independently, or effectively ask for help from a more experienced person. Can provide coaching to lower level performers on how to use the skill in typical work situations
Champion Change - Solid understanding of change management processes, systems and tools. Applies change management processes and tools to help self and others manage change. Keeps others informed of and involved in change through planned communications. Applies change management processes and tools to help self an others manage changes on relatively small scale.
Six Sigma - Experience preferred
Set the Aim - Solid understanding of how to set the aim. Demonstrates understanding of measurement standards to achieve organizational goals. Communicates to others the relationship between the organization mission and vision and their own priorities, roles, and responsibilities. Clarifies roles and responsibilities on an ongoing basis as situations evolve.

Education, Licenses, Certifications:
College, University, or equivalent degree in appropriate field preferred

Significant relevant work experience in the service industry required. Experience leading global initiatives. Experience across organizations and global regions preferred. Mechanical aptitude a plus.
Power Generation Experience - Supports operations leaders within a given region to improve the effectiveness of the service function, with special emphasis (including knowledge of in-shop and engine field service) on the Power Generation service business. Partners with Branch Managers, other service leaders, PG Segment Leaders (Consumer, Commercial, Rental, PM/PMR) to identify focus areas for improvement and generate improvement ideas, growth initiatives and increased internal and external customer satisfaction. Collaborates with local leaders and other functional excellence resources to create improvement plans and drive change. Measures the effects of improvements and replicates successful project outcomes in other locations.
Power Generation specific service experience including, but not limited to the following: the ability to communicate and influence change with various technician groups, vast parts sourcing knowledge in Power Generation not only limited to Cummins, preferred experience with all major brands of generators. Strong understanding of emergency power systems including UPS, switchgears and ATS.
Expected travel up to 50% of time. Travel will vary depending on business needs.
Position to be located within our Phoenix, AZ branch or if qualified, consideration for other location within South region of Rocky Mountain.

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